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    Your Patient Experience

    Voice of the Patient

    Doctor with stethoscope smiling while talking to elderly patient in an exam room.

    We are a community of caring. Everything we say and do and how we say and do it is reflected in the differential patient experience you will encounter at Springfield Clinic. We want every patient to have peace of mind that they are receiving the highest quality care and are fully supported by our care team and employees. 

    Simply put, we care about our patients as people

    We all live together in the communities we serve.  We build our patient-provider relationships based on trust and communication.  We want everyone to receive the emotional and physical care they expect and deserve from their health care provider. 

    We care about your experience and rely on the voice of our patients to continually improve. Thank you!

    Our Surveys

    You respond. We listen. 

    Within a week of your clinic visit, you may receive a text message or email invitation to fill out a survey with feedback for us from our patient experience partner, Press Ganey.  

    Over 270 providers rank in the Top 10% for patient experience and over 145 rank in the Top 1%

    These confidential survey invitations help us identify opportunities for ongoing improvement and allow us to recognize our team members and providers who are going above and beyond to deliver a outstanding patient experience.

    Based on 2023 survey data, over 270 Springfield Clinic providers rank in the Top 10% for patient experience. And of these providers, more than half rank in the Top 1% for patient experience nationwide. Learn more and check out the full list of Top 10% providers here.

    The voice of the patient is strong at Springfield Clinic. We know your feedback is valuable, so we are dedicated to reading EVERY patient comment we receive, every single week! In 2023, that included almost 90,000 patient comments.

    Two Springfield Clinic employees smile while holding their I Am The Patient Experience Mugs they were awarded for exceptional work.

    The Experience Team at Springfield Clinic sends out kudos to employees as they come in from patients because we understand the power of elevating the positive within our team. When you shout-out a Springfield Clinic team member for a remarkable experience in a survey, they have a chance to be recognized clinic-wide! See the most recent list of our SC Celebrates recipients.

    If you don't receive a survey invitation, we may not have an accurate email address or mobile phone number listed in our system, so please contact our Patient Advocate Center at 217.391.7086 to update your contact information. 


    Frequently Asked Questions About Patient Experience Surveys

    Patients of Springfield Clinic will receive invitations from our experience partners, Press Ganey, Solv and/or Podium, to provide feedback on their visit. 

    If you receive a Press Ganey invite, prior to entering the survey, you are required to input your date of birth to verify your identity.   

    Patients can also provide their feedback directly to Springfield Clinic via this online form. If you have an urgent need or question, please contact your provider’s office during clinic hours or TeleNurse afterhours at 217.528.7541. 

    Yes, our Press Ganey surveys are confidential and it’s a safe and comfortable place for our patients to let us know what we should keep doing and where our opportunities for improvement may be. The voice of our patients is very strong. Last year, we reviewed more than 85,000 completed patient surveys.  We’re able to share positive comments with our care teams, providers and employees to recognize those delivering exemplary care and to celebrate what our patients love most about the Springfield Clinic experience. We’re able to review comments that need attention so we can resolve and identify how to improve the experience in the future. We read every comment and get better every day by listening to our patients. More than 95% of our patients recommend Springfield Clinic to their family and friends, and we strive for every patient encounter to be exceptional. 

    Yes. Springfield Clinic partners with Press Ganey on surveys for our Ambulatory Surgery & Endoscopy Center and Pain Clinic, Urgent Care and other primary and specialty care clinic visits. If we have an accurate mobile number listed for your patient account in our system, you will receive an invitation to complete a Press Ganey survey from the text number 91994.  

    If we don’t have a valid mobile phone number on file or you have not engaged with the text invite in two days, you will receive an email inviting you to either: 1) complete a Press Ganey survey; or, 2) leave a review on Google or Facebook through Podium. 

    In addition, if you do not respond to the initial email, a follow-up email is sent five days after the first email. We want to allow time for you to respond in the format that you prefer along the timeline that is best for you. We value all patient feedback, so please don’t hesitate to share your experience. 

    Our experience partners, Solv and Podium, both invite patients to leave a verified review on Google and/or Facebook. Patients will receive a text from a standard 11-digit phone number inviting them to provide a review of their Springfield Clinic visit online.  Reviews left on Google or Facebook reviews are visible to the public. 

    We appreciate your feedback and are listening to it no matter how you choose to communicate! You can call 217.528.7541 and ask for Quality Management or Patient Experience. Or, you can fill out our online patient experience form. Finally, you can write a letter or card directly to our Patient Experience team at 1025 South 6th Street, Springfield, IL, 62794-9248.

    The subscription list invites for patient experience are distributed and managed by Press Ganey, Podium and Solv, and they all offer opt-out links in every email or reply “STOP” to the text message. If you wish to stop receiving these invitations to complete these patient experience surveys, simply reply to the invitation on your phone or in your email. 

    Opting out of survey/review invites will not remove you from receiving Springfield Clinic appointment reminders or registration and check-in forms via text or email.   

    Press Ganey sends texts between 12 p.m. - 8 p.m. EST.  Any records uploaded outside of this time frame are sent the following day at 12 p.m. EST.

    Email notifications are sent out after text messages. There are no blackout times (times when emails are NOT sent) for sending the email invites, only text message invites. Therefore, you may receive email invites outside of 12 p.m. to 8 p.m. EST.

    Call the Patient Experience team at 217.528.7541 ext. 72221 or contact your doctor's office, and they will contact the Patient Experience team on your behalf. We will need your phone number and email in order to reinstate surveys. 

    Note that if you opt out of Press Ganey surveys for any organization, you are opting out of surveys for ALL organizations, as all Press Ganey surveys in this region come from the same phone number.

    Your Experience

    Have an unresolved quality of care or safety concern to share with Quality Management? 

    Contact 217.528.7541 and ask for Extension 1 or fill out our online feedback form.

    One of our compassionate team members from our Quality Management department will listen to your concern right away. 

    Have a great patient story or positive experience to share?

    We’d love to learn more. 

    Please use our patient experience form to share your experience or story with our experience team. We appreciate the opportunity to recognize our employees and providers, so if you remember the names of those you interacted with, please specify!

    Electronic Pre-Registration

    Guy in business attire sitting on couch looking at cell phone.

    Our registration process just got easier!

    Before your next appointment, look for a text message from 217.960.9045 or an email invitation to verify your information ahead of time. This will allow more privacy when you arrive and speed up your check-in. 

    Click the secure link to confirm your appointment, fill out forms, add insurance information and view or schedule your co-payment (if you have one) with a credit or debit card. 

    Frequently Asked Questions About Electronic Pre-Registration 

    Springfield Clinic has implemented a new secure online registration option that invites patients to fill confirm their appointment and complete required pre-registration information in a HIPAA compliant platform from the privacy of their personal devices prior to their clinic visit. Patients will have the option to update and confirm their demographic information, upload insurance information, complete required consent forms and for some departments they may be invited to complete basic health forms and other information.

    217.960.9045 is the mobile number that our patient online registration link will be sent from. Patients will have the option to confirm your appointment, update patient demographics, insurance, make any co-payments or complete pre-visit health forms or patient consent forms. We may also send this pre-visit registration invitation via email which will arrive from Springfield Clinic using the email address: [email protected]

    Patient Tip: you may want to save 217.960.9045 in your contacts on your mobile device and name it SC Appt Registration so you recognize this in future communications.

    Patients who fill out their information prior to their appointment will not have to repeat this information at the front desk upon arriving. When patients arrive after completing their registration materials ahead of time, they still need to check-in at the front desk and confirm their name and date of birth to validate their arrival. Our patient access specialist will then confirm your arrival in our system.

    The online registration process is available to all patients with an accurate mobile phone number or email address in our system.

    This new technology is in direct response to patient feedback to improve and modernize our registration process. We know our patients want a secure HIPAA compliant platform to confirm their information privately so they don’t have to repeat and share demographics out loud when they arrive to our reception areas and are greeted by our patient access specialists.

    Our new online system will also improve the accuracy of our patient information since our patients will be able to see what is showing up in our system and be able to confirm their appointment, make changes to their contact information including preferred phone, mailing address, insurance, employer, emergency contacts, etc. directly into our system.

    Springfield Clinic has implemented a new secure online registration option that invites patients to fill confirm their appointment and complete required pre-registration information in a HIPAA compliant platform from the privacy of their personal devices prior to their clinic visit. Patients will have the option to update and confirm their demographic information, upload insurance information, complete required consent forms and for some departments they may be invited to complete basic health forms and other information.

    217.960.9045 is the mobile number that our patient online registration link will be sent from. Patients will have the option to confirm your appointment, update patient demographics, insurance, make any co-payments or complete pre-visit health forms or patient consent forms. We may also send this pre-visit registration invitation via email which will arrive from Springfield Clinic using the email address: [email protected]

    No problem! You can continue to complete all of your patient demographics confirmation, insurance verification, co-payment and health forms in-person before your appointment, like you always have. Please plan to arrive 15 minutes ahead of your appointment time to do so. 

    If you have a valid email address filed with us, you will be able to fill out the information on a computer.  If you don’t have access to a computer, you can still complete check-in at our registration desk in person. Please plan to arrive 15 minutes ahead of your appointment time to do so. 

    Yes, Springfield Clinic only uses HIPAA-compliant platforms, and the secure links we use to send your information are confidential and secure.  Patients and caregivers will enter the name and date of birth of the patient being seen at the designated appointment to access these online forms.

    217.960.9045 is the mobile number that our patient online registration link will be sent from. Patients will have the option to confirm your appointment, update patient demographics, insurance, make any co-payments or complete pre-visit health forms or patient consent forms. We may also send this pre-visit registration invitation via email which will arrive from Springfield Clinic using the email address: [email protected]

    Patient Tip: you may want to save 217.960-9045 in your contacts on your mobile device and name it SC Appt Registration so you recognize this in future communications.

    Call the Patient Advocate Center at 217.391.7086 and ask to update and or verify your mobile phone number or email address contact over the phone.

    Starting and stopping filling out your pre-visit health forms is easy! Your unique patient information will save automatically when you close your browser or open tab. When you access your personalized link through the text or email you received again, you can pick up right where you left off and see the progress bar at the top.   

    Springfield Clinic currently uses different technology platforms to communicate with you and all of them are HIPAA complaint. The phone numbers will vary.

    217.960.9045 is the mobile number that our patient online registration link will be sent from. You will have the option to confirm your appointment, update patient demographics, insurance, make any co-payments or complete pre-visit health forms or patient consent forms. We may also send this pre-visit registration invitation to you via email from [email protected]

    Press Ganey patient experience invites will come to mobile devices from the 5-digit code 91994, email invitations will come from Springfield Clinic: [email protected],

    Invites to leave a Google or facebook review come from our vendor, Podium that uses their own unique phone numbers.

    Press Ganey and Podium manage their own subscription lists, so if you choose to opt-out of future invites from either platform, please reply STOP to their invitations or click on the unsubscribe link in their email invitations.

    If you have any questions about any of these text message or email invitations, feel free to contact the Patient Advocate Center at 217.391.7086 if you’re unsure about a particular message.

    No. However, starting Jan. 23, 2024, Springfield Clinic locations will start transitioning to a new electronic health record (EHR) system, athenahealth. Athenahealth provides a modern and seamless way to access your patient information, appointments, medical history and billing statements in one platform. With the transition to athenahealth, patients will take advantage of an upgraded portal experience!

    During this transition period, patients will have appointment information in multiple portals depending on the provider and location of your visit. We will transition all Springfield Clinic locations to athenahealth by August 2024. We appreciate your patience during this time.

    If you are a current patient, you will be prompted to verify or update your information that is on file in our system. The link in the text message or the email that you received may ask you to verify or update the following information: 

    • Name (and if you’re filling this out on behalf of yourself or another person) 

    • Date of birth 

    • Address 

    • Phone 

    • Email 

    • Contact preference 

    • Employer’s name 

    • Race 

    • Emergency contact 

    • Primary care provider 

    • Authorization of release of verbal medical information 

    • Opt-in for appointment reminders and future care opportunities 

    • Consent documents 

    • Electronic signature